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IT Operations Supervisor

Company: Northwest Community Healthcare
Location: Arlington Heights
Posted on: June 8, 2021

Job Description:

Shift: Full time, Days

Reporting to the IT Operations Support Manager this position oversees the IT Service Desk staff, supervising day-to-day operations of the Service Desk. Manages escalation procedures and ensures customer Service Level Agreements are met. Provides technical help, supervising and coordinating group projects, documents, tracks and monitors problems to ensure resolution in a timely manner. Validates or coordinates the work of other Service Desk staff members. Supports improvements to process, provides hands-on support to end users at the desktop level and is a knowledge resource for other team members. Has no authority for staff actions.

1. Supervises day-to-day operations of the IT Service Desk staff

2. Oversees and maintains customer Service Level Agreements between the IT Service Desk and all supported NCH departmental user groups and system user groups, implementing customer service quality assurance initiatives, refining and monitoring the problem escalation and resolution process.

3. Serves as the escalation point for user requests and concerns regarding service level agreements. Performs direct customer follow-up and resolution.

4. Manages the processing of incoming calls to the IT Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.

5. Facilitates Rapid Assessment Team (RAT) calls used to address system outages or enterprise-wide disruptions and facilitates Post Call Action Item (PCAI) review meetings to confirm after action items discussed during RAT calls are resolved.

6. Creates staff schedules ensuring coverage for all shifts.

7. Tracks and analyzes trends in the IT Service Desk and generates statistical reports.

8. Designs and enforces request handling and escalation standards

9. Oversees the development, implementation and administration of Knowledge Base articles used for staff training procedures and standards.

10. Adheres to all Northwest Community Hospital standards, policies and procedures.

1. Associates degree with 2 years of experience, or 4 years of experience in a related field with knowledge of basic network concepts.

2. Minimum of 3 - 5 years' experience in a customer service environment including experience working in a call center environment required.

3. Knowledge of Avaya ACD reporting systems preferred.

4. Previous experience leading a team preferred.

5. Ability to work in a fast paced environment.

6. Strong detail orientating and time management skills.

7. Ability to communicate effectively.

8. Technical aptitude.

9. The organizational skills necessary to independently manage people and projects.

10. Strong problem solving skills; ability to deal with problems involving abstract variables in non-standard, rapidly emerging situations

11. Strong personal relationship skills and the ability to keep a high motivation with both agents and staff.

12. Ability to effectively prioritize and execute tasks in a high-pressure environment.

13. Demonstrates progressive experience in the supervision of a technical support team.

14. Strong verbal and written communication skills necessary to effectively communicate system issues with users, vendors, and hospital staff.

15. Ability to present information effectively in one-on-one and small group situations to customers, clients, other associates and management of Northwest Community Healthcare.

16. Ability to handle difficult clients and situations in a professional and courteous manner.

17. The ability to work long hours during crisis situations and provide emergency phone and/or on-site support during non-standard hours as needed.


1. Requires very little physical effort. Rarely required to stand or walk for extended periods.

2. The flow of work and character of duties involves normal mental and visual attention


1. Typical office working conditions. Absence of disagreeable elements. Probability of injury is small.

Keywords: Northwest Community Healthcare, Arlington Heights , IT Operations Supervisor, Other , Arlington Heights, Illinois

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